Jonathan R.

WORK HISTORY

EDUCATION

SKILLS

ABOUT JONATHAN R.

I started my career in Customer Service before moving into Product and Engineering teams. I\'m currently a Technical Solutions Engineer at Google in the Cloud Support Team, supporting top customers to ensure their GCP issues are resolved in a timely manner. My experience is focused on mastering Google Cloud Storage solutions (GCS, Filestore, Storage Transfer, NetApp) and participating in projects to improve supportability, working with Engineering to shift-left tasks and ultimately deflect and reduce customer contact rates. My customer support background is crucial for understanding user needs and translating them into actionable bugs or feature requests. I’m resourceful in finding answers, diligent about documenting issues to streamline future solutions, and I’ve integrated AI tools like Gemini into my daily activities to improve my responsiveness and effectiveness. I view challenges as opportunities to collaborate with diverse teams, solve complex issues, and build meaningful relationships. I speak clearly, keep things simple, ask the tough questions, and believe it\'s okay to make mistakes if you learn from them. While I am not currently a formal team leader, I have led teams for short-term projects and previously held the position of Customer Support Leader at Zenvia during the COVID-19 pandemic. I recently developed an interest in coding and data science, leading me to begin studies in Computer Science Engineering (graduating 2026). I\'m also learning HTML, CSS, SQL, and Python; while not yet an expert, I\'m a passionate fast learner. While I don\'t love problems, I like problem-solving (hate the game, not the player… or how is it?). I like to analyze issues from multiple angles and apply different ideas until the solution comes to me. I would define myself as a curious, natural tester who thinks outside of the box, leveraging creativity and logical thinking. I\'m experienced in communicating with customers at all levels. Throughout my career, I\'ve focused on mitigation and resolution, from guiding non-technical users with TV cable box issues to supporting experienced engineers with aggressive deadlines. I confidently engage with Engineering Leaders, C-levels, analysts, and individual contributors, tailoring the conversation to solve the issue. When I\'m not working, I spend time with friends and loved ones, exercise, read, and play video games. I also find it easy to learn new languages (Spanish, English, Portuguese, and a bit of French).